Posted by: Robert Davis
Cloud Computing, Critical Success Factors, CSF, IT Service Delivery, IT Support, ITSM, Key Performance Indicators, KPI, Service Level Agreement, Service Level Management, SLA, SLM
Usually the rapid growth of virtualized resources across multiple domains begets heightened IT service delivery expectations. To reconcile this perspective, management normally insists on increased quality, functionality and ease of use; decreased deployment time; and continuously improving service levels — with multilateral cost containment or abatement.
For the entity’s IT service delivery personnel, business expectations generally translate into providing appropriate SLM of cloud computing. Typically, SLM is considered the primary IT managerial area that ensures promised services are delivered when and where expected at agreed-upon cost. As with most managerial endeavors, there should be a well formulated plan. Consequently, assisting in actualizing expectations for SLM processes is the Service Quality Plan (SQP) addressing specific managerial objectives.
“View Part I of the Service Level Management of Cloud Computing series here“